Accountabilities:
Learner-Centred Service Delivery:
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Execute the day-to-day work processes for the smooth delivery of services to SIM GE learners.
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Support the Supervisor in monitoring the day-to-day work processes for the smooth delivery of services to SIM GE learner.
Leadership:
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Provide guidance to team members to perform their duties effectively and efficiently.
Performance Management:
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Conduct monthly analysis of the team's student interactions through the monthly scorecard; provide training and coaching to team members to improve performance if required.
Budgeting and Resource Allocation:
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Provide inputs for the annual budget of Student Services department.
Continuous Improvement and Innovation:
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Plan, review and supervise improvements on systems and processes to improve the efficiency and effectiveness of Student Services department.
Quality Control:
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Implement check procedure and monitors to ensure that SIM GE student interactions are responded to in accordance to policies, procedures and regulatory requirements.
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Support and coordinate audits on Student Services department
Job Requirements:
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Preferably degree with at least 3 - 6 years of relevant work experience, including in a supervisory position, within a customer-focused environment, preferably in an education setting
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Understanding of frontline customer/call center operations, with knowledge of customer service and enquiry-handling processes
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Bilingual with good command of spoken and written English
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Working knowledge of Microsoft Office software
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Excellent interpersonal, communication and presentation skills
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Good planning and organizational skills
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Ability to engage effectively with people of diverse background 4. A team player who is able to work with academic staff and administrative support personnel
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Result-oriented
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Resourceful
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Able to work independently and as a member of multiple and varied teams
We regret that only shortlisted candidates will be notified.
Top Skills
What We Do
The Singapore Institute of Management (SIM) is one of the region’s leading education and lifelong learning institutions, recognised for empowering individuals and enterprises to thrive across life stages through learning. Seeded by the Singapore Economic Development Board in 1964, SIM has been leading in the development of work and industry skills for Singapore’s growth.
Through harnessing new knowledge, skills and technology, SIM provides skills-based learning experiences that enable students, professionals, and enterprises to Learn for Life and Thrive for Life.
SIM achieves this through SIM Global Education (SIM GE) and SIM Academy. SIM Global Education focuses on higher education pathways and SIM Academy focuses on Professional Development (PD) and Enterprise Solutions (ES) for career transitions and advancements, and integrated learning solutions for enterprises
